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Mastering Incident Management - Part 2 of 6; with Kat Gaines
Embark on an insightful expedition into the nerve center of incident management with Kat Gaines and myself, as we unravel the essentials of tailoring an effective process for your organization. We're not just bystanders in the realm of crisis resolution; we're the architects designing the blueprint. This episode promises to hand you the reins of your own incident management strategy, urging you to define incidents and their severities in a way that resonates with your business's unique pulse. As Kat shares her wisdom on building from the ground up, I draw from both our experiences and the well-oiled machine that is PagerDuty, ensuring you leave with a toolkit brimming with proactive solutions.
Commanding the spotlight, the role of the Incident Commander is dissected to reveal the mastery behind maintaining clarity amidst chaos. Supported by an ensemble cast of deputies, scribes, and liaisons, we discuss the art of orchestrating an efficient resolution process. Discover how integrating tools like Slack's canvas feature can transform your documentation and communication strategies, enabling your team to make swift decisions and remain in control. It's about more than just the technicalities—it's about empowering your support leaders to assert their expertise without the looming shadow of repercussions.
Finally, we emphasize the symphony of soft skills that harmonize with technical know-how to form the crescendo of incident resolution. Personal anecdotes underscore the delicate dance between listening and projecting confidence, especially when the stakes are high. We challenge the preconceived notions about non-technical roles, advocating for their technical savvy and pivotal role in customer communications. Tune in for a paradigm shift that will equip you to conduct a well-orchestrated incident process where clear roles and effective communication are the keystones to success.
As part of this episode, Kat shares some awesome PagerDuty resources showing the structure of an Major Incident Response Team and the roles we discuss over this and the coming episodes:
Different Roles - PagerDuty Incident Response Documentation
and
Complex Incidents - PagerDuty Incident Response DocumentationSupport the Show.
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Finding the Balance Between Product and Functional Expertise; with Colin Flanigan
Unlock the secrets of superior product support with Charlotte Ward and special guest Colin Flanigan, Director of Customer Experience at Sage, in a conversation that promises to elevate your understanding of customer experience leadership. If you've ever pondered the perfect balance of product and role knowledge for leaders, our discussion serves as a treasure map to the middle ground where understanding meets practical leadership. We confront the challenges head-on as we scale the heights of team expansion, navigate the technical complexities, and traverse the industry specificities. With sage insights, Colin and I dissect the evolution of responsibilities and the bedrock of product know-how that supports teams from scrappy startups to towering corporate entities.
Embark on a journey through the crucial first 90 days of a customer's path, where the art of crafting and refining journey maps becomes a compass for navigating potential pitfalls and streamlining experiences. Learn from our strategies how to weave the frontline team's invaluable narratives into these maps, crafting a tapestry that captures the true spirit of customer interactions. As we wade through the shared waters of employee and customer experiences, we reveal how an in-depth understanding can act as a catalyst for organizational growth. By uniting customer-centric insights with a broad business perspective, leaders can cast ripples across diverse business segments, charting a course for professional development and operational excellence. Join us for this enlightening exploration and discover how to steer your team toward uncharted waters of success.Support the Show.
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Prepare to be enlightened as we sit down with the incomparable Nick Zeisler, or Zee as we fondly call him, for a riveting discussion on the essential role of Voice of the Customer (VOC) programs. This episode promises to transform your approach to customer feedback, from mere data points to actionable insights that can prevent your company from breaking its brand promise. Zee passionately dissects the futility of feedback collection without intent, emphasizing the profound power of VOC when it's used to cultivate genuine customer relationships and improve response rates to surveys.
Together, we unravel the intricacies of leveraging customer insights to elevate your offerings, steering clear of the notorious 'faster horse' pitfalls. We'll reflect on how visionaries like Steve Jobs and Henry Ford navigated customer needs, exploring the delicate art of crafting survey questions that resonate with your brand's core values. The conversation doesn't stop there—we also examine cultural nuances in satisfaction scoring and the strategic use of targeted questions. Join me, Charlotte Ward, and Zee for an episode that will not only challenge your perceptions but equip you with the expertise to refine your brand through the eyes of those who matter most—your customers.Support the Show.
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Nurturing Your Professional Network: Authentic Strategies for Support Folk; with Jason Yun
Have you ever felt like a solitary island in the vast ocean of your professional life? This sensation is all too familiar for support professionals, like me, Charlotte Ward, and my esteemed guest Jason Yun.Jason has been in the support leadership space for a decade+. Focusing on hypergrowth early stage startups such as Lyft and Instacart, he has been figuring out how to build consumer trust in a diverse array of industries - on-demand services, self-driving cars, telemedicine, and more. He's currently a CX consultant for healthtech companies looking to bridge the gap in healthcare.
Together, Jason and I tackle the imperative yet often overlooked art of networking within our niche. It's not merely a tool for job seekers or the entrepreneurial spirited; it's the lifeblood of personal and community advancement. Throughout our conversation, we debunk the notion that networking is equivalent to self-promotion, and instead, we celebrate it as a celebration of camaraderie and mutual support.
This episode unfolds the subtleties of fostering long-lasting professional connections, and I share an intimate narrative that sheds light on the far-reaching impact of maintaining your network through warm introductions. We offer insights on how to keep your contacts apprised of your evolving career journey, ensuring they remain relevant and beneficial. The dialogue further delves into the strategies for broadening your professional circle, starting with those you trust on platforms like LinkedIn. By the end of our chat, you'll be equipped with the inspiration and tactics to not just grow your network, but to nourish it with authenticity, reciprocity, and a forward-thinking mindset.
I'd love your thoughts on this episode! Comment below, and like/love/share/support if you found this inspiring, thought-provoking, or useful!
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Mastering Incident Management - Part 1 of 6; with Kat Gaines
Unlock the secrets to seamless service as we navigate the critical world of incident management with the expertise of Kat Gaines from PagerDuty. Prepare to be armed with a deeper understanding of the complexities that define an incident, and why this knowledge is a game-changer for teams committed to providing uninterrupted excellence. Kat's seasoned perspective will guide you through the layers of incident severity and the essential preparedness for the unexpected. This episode isn't just a conversation; it's a toolkit for anyone in the support and development trenches, laying the foundational strategies for robust incident response.
Embark on a journey through the collaborative core of incident management, where the role of support engineers is reimagined as a pathway to career growth and the position of an incident commander becomes the linchpin of crisis resolution. With a focus on the symbiosis between structured protocols and the agility to adapt, we dissect how cross-functional cooperation and continuous process refinement are the cornerstones of an organization's resilience. From prioritizing responses to managing bugs, this dialogue with Kat is more than just an exploration—it's an invitation to evolve your practices and prioritize your customers in the face of adversity. Join us for an eye-opening series that promises to redefine your approach to incident management and elevate your team's capabilities.Support the Show.
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Connecting Actions to Customer Outcomes; with Sarah Caminiti
Unlock the secrets of truly impactful leadership and customer support with our special guest, Sarah Caminiti, a seasoned expert in the field. Together, we dissect the profound implications of aligning our deeds with our pledges, both in steering teams and nurturing customer relationships. Discover how the subtleties of what isn't done can be as telling as the actions we take, casting long shadows on how customers and colleagues perceive their value within an organization.
Venture into the realm of strategic communication, where Sarah and I examine the delicate art of sharing key information without inundating our teams. Our conversation reveals how a well-honed communication strategy within a company serves as the cornerstone for trust, transparency, and loyalty—qualities that not only elevate employee morale but also resonate deeply with customers, cementing a brand's promise and integrity. Join us for an enlightening journey through the dynamics of words, actions, and the silent echoes that shape the heart of a business.Support the Show.
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Empathy isn't just a buzzword—it's the cornerstone of exceptional customer support. Discover the transformative power of understanding and walking a mile in your customer's shoes with Matt Dale, a consummate expert in the field. We peel back the layers of customer interactions and examine how empathy can be more than a trait; it's a skill that, with the right training and mindset, can be honed to perfection. Whether you're born with a natural inclination to empathize or find it more challenging, this episode promises actionable insights to elevate your support game to new empathetic heights.
Matt not only sheds light on the parallels between physical and emotional skills, but also provides a practical framework for integrating empathy into your team's DNA from day one. Drawing from his rich experience with educators, he illustrates how context and understanding are instrumental in transforming potentially frustrating support scenarios into opportunities for connection and resolution. As you tune in, prepare to be armed with the strategies that can turn any support team into an empathetic powerhouse, making every customer interaction not just a transaction but a genuine human connection.Support the Show.
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Enhancing Everyone's Experience with Exceptional Supportability; with Alexis Grant
Unlock the secrets to crafting a B2B SaaS experience that customers love and support teams can rally behind. That's what we're bringing to the table with Alexis Grant.
Alexis is a seasoned expert in B2B SaaS support, primarily as a support engineer for developer tools and tech products such as New Relic, HashiCorp, and Zapier, and is currently at Semgrep. She lives in Portland, Oregon with her cat and claims to only truly love two pieces of software: cURL and jq.
Together, we go diving headfirst into the concept of “supportability”. We chart the course for designing products that are not just powerful but also a breeze to support. Alexis imparts wisdom on how meticulously engineered reliability, predictability, scalability, and usability form the bedrock of products that practically support themselves. This episode is a treasure trove of insights for anyone keen on elevating their SaaS customer experience to new heights.
Steering the conversation towards the empowerment of support teams, we dissect how vital knowledge sharing and the right tech stack can be in bolstering a team's capabilities. The introduction of a supportability checklist and the role of a 'support champion' come to light, detailing how they prepare new releases to face the frontline, fully equipped. We also stress the magic that happens when teams across the board—from support to product development—align their efforts. By embedding supportability into the DNA of every product cycle, we share how organizations can ensure operational success and deliver an unmatched customer experience. Tune in and transform your tech support experience!Support the Show.
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Building a Truly Customer Centric Culture; with Michael Hinshaw
Embark on a transformative journey with Michael Hinshaw of McorpCX, a beacon in customer and employee experience, as we unlock the secrets to fostering a customer-centric culture in support scenarios. Michael bestows his expertise on the intricacies of nurturing an environment where support staff thrives and customer interactions flourish. We dissect the sobering reality of how internal practices can inadvertently lead to employee burnout and compromised service, emphasizing the necessity for a supportive ecosystem that empowers workers to embody their company's values and ethos with every customer exchange.
Drawing on the profound insights of Brené Brown, our episode delves into the pivotal role of empathy and empowerment in customer support. Discover how cognitive empathy becomes a lifeline for maintaining sincere connections amidst a myriad of communication styles, and how the dexterity of support teams in adapting their approach can lead to resolutions that resonate with customers. We also unravel the delicate balance between autonomy and accountability, illustrating how giving support teams the latitude to creatively solve problems within a guiding framework can translate into extraordinary customer experiences and, in turn, bolster business success. Join us for this enlightening episode as we explore these critical dimensions of customer support with Michael Hinshaw, and learn how to elevate service to an art form.Michael has recently written a book on his “Experience Operating System”. Check it out!
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Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti
Get ready to revolutionize your perspective on customer support as Sarah Caminiti joins me, Charlotte Ward, to unveil the power of all-hands support. Imagine a workplace where the CEO and the newest developer alike roll up their sleeves to tackle daily customer queries. This is the reality at Sarah's company, DNSimple, where fostering a deep understanding of customer needs across all team levels has led to a transformative support experience. We delve into the nuances of creating a knowledge-rich environment that empowers both customers and engineers, ensuring the latter aren't swamped by trivial issues. Sarah's approach has not only streamlined support but has also cultivated an atmosphere where engineers embrace customer interaction with confidence and stress-free ease.
In our second chapter, the art of managing a remote support team takes center stage. Striking the perfect balance between responsiveness and team cohesion in a virtual environment is no small feat. I open up about the meticulous orchestration behind our 24-hour response policy, highlighting the vital role of documentation and transparent communication in keeping our remote wheels turning smoothly. Through mentorships and performance reviews, I strive to spotlight process optimization over finger-pointing, fostering a culture where feedback leads to growth. We share our strategies for keeping dialogue channels open, ensuring that our team feels supported in voicing any concerns. Join us for this compelling exploration of cultivating trust and efficiency in the ever-evolving realm of customer support.Support the Show.
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Steer your team through the rollercoaster of change with wisdom from Neal Travis, Support & Admissions Manager at the Academy to Innovate HR (AIHR) and host of the Growth Support podcast. Neal is a seasoned leader in customer support, who joins me, Charlotte Ward, in unpacking the secrets of adaptive leadership. Discover how to not only navigate but also communicate the often turbulent waters of change, ensuring your team remains unified and forward-moving. Neal's expertise shines as we explore the different needs of team members and the importance of learning from each twist and turn. Uncover the delicate art of timing in information sharing and how transparency can transform uncertainty into a powerful team-building tool.
As we dissect the journey towards embracing paradigms like Knowledge-Centered Service (KCS), we shed light on the essential role of evolving together. This conversation is a trove of insights for any leader aiming to guide their team to new heights of achievement amidst the ever-changing landscape of team management. Tune in for a thought-provoking dialogue that promises not only to enlighten but also to prepare you for future goal-setting and the consequences of standing still. Join Neal and I as we lay down the roadmap for leading with clarity and adaptability in an era where change is the only constant.Support the Show.
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Have you ever wondered what sets exceptional customer support apart? Join me in a thought-provoking conversation with Sarah Caminiti, the Vice President of Customer Success at DNSimple. Together, they dissect the subtle yet pivotal practice of shedding assumptions to enhance customer interactions. Sarah, with her extensive background in support, illuminates the path to nurturing customer relationships with patience and empathy. We venture into the delicate balance of communication, refining the art of crafting email responses that empower rather than overwhelm. This dialogue promises to equip you with the strategies to elevate your customer's confidence and transform them into staunch advocates for your brand.
We also tackle the nuances that can make or break the support experience. Sarah shares cautionary tales and the wisdom gained from years of ensuring technical staff connect with customers on a human level. By rejecting the convenience of assumptions, we uncover the power of personalized service that resonates with the individual needs of each customer. Whether you're on the front lines or orchestrating the strategy behind them, this episode is an enlightening guide to fostering a culture of thoroughness and understanding that will redefine the way you perceive and execute customer success.Support the Show.
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Debunking Benchmarks and the Real Power of Customer Feedback; with Ty Givens
Join me and the insightful Ty Givens from CX Collective as we confront the common myths of benchmarking in customer support. Get ready to discover why pursuing industry standards might not be the golden ticket to enhancing your customer service game. With Ty's extensive experience, we delve into the importance of customizing your customer support to outshine the competition. We dissect examples such as response times and satisfaction scores to show that the benchmarks which work for some companies can be utterly irrelevant for others. By the end of our chat, you'll understand why creating internal goals based on your company's unique data and customer interactions is the key to delivering excellence in service.
As we continue our enlightening conversation, we switch gears to the power of feedback – the kind that numbers alone can't capture. Prepare to see the value in the stories and detailed experiences shared by customers, which often hold more weight than any statistic. We discuss how these narrative reviews can influence everything from recruiting to purchasing decisions, driving home the point that businesses need to listen intently to their audience. We explore how to harness this feedback to refine strategies, adapt to customer expectations, and truly embrace a customer-first approach. By the time you're done listening, you'll be equipped to shift your focus from chasing numbers to building a brand that resonates with people on a personal level.Support the Show.
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The Hidden Advantages of Less Local Remote Teams (or “Get Good at Calendars!”); with Alec Moloney
Unlock the secrets of thriving within a globally distributed team as Alec Moloney and I, Charlotte Ward, reveal the unexpected benefits and strategies for success from our experiences at Snowplow. Imagine the energy and innovation that stems from a melting pot of cultural backgrounds and time zones – that's what you'll discover in our latest podcast. Alec, all the way from Australia, joins me to share the vibrant mix of perspectives that fuel creativity and problem-solving in a remote work setting. We confront the complexities of communication across continents and discuss whether having fewer local teammates could actually be a hidden advantage.
Navigating the remote work landscape requires more than just good WiFi – it demands smart, adaptive strategies to keep everyone connected and informed. Tune in as Alec and I tackle the art of flexible scheduling, rotating meeting times for fairness, and the crucial task of intellectual capital management, ensuring that no valuable insight or experience gets lost in the digital ether. Learn about the importance of establishing knowledge-sharing systems from the start, as we reflect on how to better navigate the shifting sands of roles and responsibilities. Join us for a discussion that's as diverse and dynamic as the distributed teams we're a part of.Support the Show.
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Mastering Outage Management; with Lauren Rose Eimers
Imagine being at the helm of customer support when technology fails us—navigating the stormy seas of software outages is no small feat. That's why this episode has us sitting down with Lauren Rose Eimers, a sage in the art of crisis management, to share the secrets and strategies for thriving amidst system instabilities. We'll guide you through the nuances of pinpointing and recreating issues, equipping our development comrades with the essential intel to combat bugs and breakdowns. But it's not all tech talk; we also address the human element, acknowledging the strain on customer emotions and how to manage expectations when the digital world falters.
As the dust settles on a system outage, the true work begins. Lauren and I traverse the less-charted territories of post-crisis communication—revealing how to nurture customer relationships and express gratitude to those unsung heroes in the frontline trenches. Discover the 'growth edges' that each challenge offers, enabling us to bolster our processes, procedures, and training. We moreover delve into the critical adjustments that fortify our defenses against future failures, touching upon the importance of code reviews and quality checks. And let's not forget the heart of our operations—the support team. Learn why their well-being post-crisis is paramount and how acknowledging their dedication can reinvigorate the entire crew. Join us for a candid conversation that's essential for every customer support leader.Support the Show.
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Hilary Dudek: Finding Your Footing: Navigating the Emotional Journey of Career Transition
Both Hilary and I have been laid off multiple times. Here, we compare notes on how to handle those first few hours and days, before you even begin looking for your next role.
When the rug is pulled out from under you, where do you land? In this episode, Hilary unravels the emotional tapestry of unemployment, weaving through her personal narrative with honesty and vulnerability. This episode isn't just about the nuts and bolts of job hunting; it's a deep dive into the heart and soul of career transitions. Hilary opens up about the labyrinth of feelings that surface when you're laid off—the unexpected relief, the creeping panic, and the eventual steadying breath as you take stock of your resources. She underscores the importance of maintaining a perspective that is rooted in gratitude and self-assessment, rather than falling prey to the scarcity mindset that can so easily ensnare us during times of change.
As we turn the page, I reflect on the transformative power of such career-defining moments, sharing my own journey of self-discovery and realignment. This part of our conversation is an invitation to listeners to pause and ponder their career aspirations, to write them down, and to resist the knee-jerk reaction to scramble for the next opportunity. Instead, we explore how aligning with our true self can illuminate the path forward. Even after you land a job, the journey isn't over. We talk about the importance of ongoing self-evaluation to ensure that personal and professional growth continue to go hand in hand. If you're looking for a companion through your own career upheaval, let this episode be your guide to finding your footing with grace and intention.Support the Show.
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Andrew Rios: The Support Report
Andrew Rios is a Global Customer Support Leader. He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations.
Andrew believes every Support leaders should develop their own “Support Report”. Have a listen to understand what this is, and how to get started. It all begins with an email!
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Matt Dale: Support Data
Matt Dale joins me today to talk about Support Data: when to get started (clue: now!), and how to make it understandable - and therefore useful - for the rest of the business.
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Panel: Welcome back for 2024!
Welcome back to the podcast! After a full year off, we're all raring to kick off 2024 with a bunch of ideas and reflections.
Here, we get a bit meta at the start of the year. This panel brings back four of my favourite guests to talk about the podcast itself. What did they love about the first 249 shows? What would they like to see this year? How can we make this even more helpful for all the support folks listening - you!Support the Show.
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